Sign upLog in

Content Writer (Knowledge Base Consultant)

Vaco

Irvine, CA

Apply
JOB DETAILS
SKILLS
Artificial Intelligence (AI), Best Practices, Call Centers, Cloud Computing, Communication Skills, Compensation Management, Consulting, Content Management Systems (CMS), Continuous Improvement, Cross-Functional, Customer Support/Service, Detail Oriented, English Language, Establish Priorities, Frequently Asked Questions (FAQ), Genesys Solutions, Hair Styling, Hospitality and Tourism, Knowledge Base, Knowledge Management, Knowledge Management Systems, Legal, Metadata, Multitasking, Operations Processes, Organizational Skills, Performance Management, Presentation/Verbal Skills, Search Engine Optimization (SEO), Standards Development, State Laws and Regulations, Style Guide, Support Documentation, System Migration, Taxonomies, Team Player, Technical Operations, Technical Writing, Time Management, Travel Industry, Usability Engineering, Writing Skills
LOCATION
Irvine, CA
POSTED
2 days ago
Content Writer - Knowledge Base Consultant (Hybrid or Remote Flexibility offered)

Position Overview

Our client, a global organization in the travel and hospitality sector, is seeking a Knowledge Base Consultant to support the development and optimization of customer support content during a transition from a legacy contact center platform to a cloud-based solution.

This individual will play a critical role in creating, refining, and maintaining knowledge base articles that enhance the customer and agent experience across digital and contact center channels. The ideal candidate has experience writing clear, user-friendly support content and is comfortable working in a fast-paced, evolving environment alongside technical and operations teams.

Key Responsibilities
  • Develop and maintain knowledge base articles, FAQs, and support documentation aligned with customer service workflows
  • Translate complex technical and operational processes into clear, concise, and user-friendly content
  • Support the migration of knowledge content from legacy systems to a cloud-based platform
  • Collaborate with subject matter experts, IT, CX, and operations teams to gather and validate content
  • Audit and update existing content to ensure accuracy, consistency, and alignment with brand voice
  • Structure articles for optimal usability, including formatting, tagging, and metadata best practices
  • Create standardized templates and style guidelines for knowledge content
  • Ensure content supports both internal agents and external customer self-service
  • Partner with stakeholders to identify content gaps and prioritize new article creation
  • Continuously improve knowledge base performance using feedback and analytics
Qualifications
  • 3 years of experience in content writing, technical writing, or knowledge management
  • Experience developing knowledge base articles or help center content in a customer support or contact center environment
  • Exposure to contact center technologies such as Genesys Engage, Genesys Cloud, or similar platforms preferred
  • Strong ability to simplify complex processes into clear, digestible content
  • Experience working with cross-functional teams and subject matter experts
  • Familiarity with content management systems and knowledge base tools
  • Strong attention to detail, organization, and ability to manage multiple priorities
  • Excellent written and verbal communication skills
Preferred Experience
  • Experience supporting system implementations or migrations, particularly in a contact center environment
  • Background in travel, hospitality, or high-volume customer service industries
  • Understanding of customer journey mapping and self-service strategy
  • Knowledge of SEO and content optimization principles for support content
  • Familiarity with taxonomy, tagging, and knowledge architecture
Soft Skills
  • Highly collaborative and adaptable in a changing environment
  • Proactive and solutions-oriented mindset
  • Strong stakeholder management and communication skills
  • Ability to work independently while managing deadlines
Engagement Details
  • Contract role supporting a large-scale CX transformation initiative
  • Hybrid or remote flexibility depending on client needs
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.

Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal .

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.
  • California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
  • Virginia residents may access our state specific policies here .
  • Residents of all other states may access our policies here .
  • Canadian residents may access our policies in English here and in French here .
  • Residents of countries governed by GDPR may access our policies here .
Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
  • the individual's skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

About the Company

V

Vaco

Vaco provides expert consulting, permanent placement, executive search and strategic staffing for companies around the world, in the areas of accounting, finance, technology, healthcare, operations, administration and more. As a premier talent solutions firm, Vaco connects people to their dream jobs and helps leading companies find talent to grow their business. Since its founding in 2002, Vaco has grown to more than 35 offices across the globe, 700+ employees, more than 3,000 consultants and $450M in revenue. Vaco has been named to Inc. magazine’s list of the fastest-growing private companies for past 11 years and is dedicated to developing long-term relationships, life-long careers and creative client solutions.
COMPANY SIZE
2,500 to 4,999 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2002
WEBSITE
http://www.vaco.com/